CN103067621A - Home seat management system of call center and method thereof - Google Patents
Home seat management system of call center and method thereof Download PDFInfo
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- CN103067621A CN103067621A CN2011103159054A CN201110315905A CN103067621A CN 103067621 A CN103067621 A CN 103067621A CN 2011103159054 A CN2011103159054 A CN 2011103159054A CN 201110315905 A CN201110315905 A CN 201110315905A CN 103067621 A CN103067621 A CN 103067621A
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Abstract
The invention discloses a home seat management system of a call center and a method thereof. The system and the method of the invention are characterized by comprising a call center platform system, a home seat management system and seat monitoring management software. The call center platform system is mainly used to acquire a home seat state and distribute incoming call and call out tasks as a voice navigation mode and a pop-up window mode so as to realize passive answering of the home seat. The seat monitoring management software is used to control a home seat computer, guarantee a conversation quality, provide a recovery function and rapidly restore a working state. The home seat management system is used to complete an on-line examination and training of the home seat and monitors working contents of the home seat in real time, wherein the working contents comprises a service quality, a service level and the like. According to the system and the method of the invention, a voice technology and an Internet technology are used; physical separation of the seat and the call center is realized; family office of the seat is realized; operation cost of the call center is reduced; the call out and the incoming call are managed so as to realize passive hybrid answering of the seat; and working efficiency of the seat is increased.
Description
Technical field
The present invention relates to the call-center technology field, relate in particular to passive operation management and method of answering formula family oriented seat.
Background technology
Current call center is exactly the place of relatively concentrating at, the service organization that is formed by a collection of attendant, usually utilize computer communication technology, processing is condescended to inquire from enterprise, client's phone, especially possesses the ability of processing simultaneously a large amount of callings, also possess caller ID display, incoming call can be distributed to automatically the personnel that possess corresponding technical ability and be processed, and can record and store all calling information.One typically can have incoming call and call out function take customer service concurrently as main call center, when the information inquiry of processing client, consulting, complaint etc. are professional, can carry out the call business such as client's return visit, satisfaction investigation.
Such call center before use the phase to drop into a large amount of human and material resources costs, to not being office space and seat device.In price horizontal today that flies, office space and seat device and large restriction the fast development of call center's scale, call center's very flexible of this method, seat per capita income level is low, make for a long time, the call center just gains ground technically, then never has large development on scale.Too large for call center's input cost, can't money collecting in the short time, for seat, spent a large amount of time and operating efficiency is inconsiderable.Particularly the sort of single incoming call or exhalation pattern have been wasted stand-by period of seat greatly, and according to the relevant data statistics, the idle waiting time of seat accounted for 45-50 minute in this method unit hour, had reached more than 90%.
Along with the quickening of the pace of construction of Digitalization in China, the develop rapidly of communication network network technology, the call center of present this cost type transforms to the profit type gradually.
Summary of the invention
Problem for the existence of present call center, the invention provides a solution, so that seat and call center's physical separation, make the seat workplace become more flexible, system has also redefined the work management mode of seat, reduce the idle waiting time of seat, reduced simultaneously the construction cost of call center, and solved the contradiction that seat is long because of the idle waiting time, income is low.
Call Center Platform system of the present invention (computer telephony integration system), position administration system of family (test and training, intelligent quality inspection, integration managing) and some seat PC monitoring and control management softwares.The Call Center Platform system is mainly used in obtaining family's agents state and distributes incoming call, exhalation task in the mode of Voice Navigation or bullet screen, realizes passive the answering of family oriented seat; Seat PC monitoring and control management software is used for control family seat computer, ensures speech quality, and a key restore funcitons is provided that fast restore is to normal operating conditions; Position administration system of family is used for finishing family's seat test and training and the seat action of real-time listening family, comprises the duration of call, sound quality, service level etc.
Family oriented position administration and the method for work of call center of the present invention also comprise: database, the working condition that is used for normal recording, mandarin recording and various training examination content and the seat of storage family seat comprises the work duration, quality inspection situation and customer complaint record.
Position administration system of family comprises: the seat registration is used for seat and inputs individual essential information data, and seat information carried out initial analysis process; Mandarin training examination is used for the seat by the essential information audit is carried out mandarin training examination, and its process is finished automatically by system, need not administrative staff participate in; Reading skills, ability to settle problems, FTP client FTP use the training examination, are used for the seat by the mandarin examination, and the native system function is mainly finished by system's demonstration and examination exercise, and its process is finished by system intelligence, need not administrative staff participate in; The seat quality inspection is used in seat incoming call or exhalation process and the service quality detection after finishing, and for the automatic moving seat personnel that remind of real-time quality inspection content system meeting, system's information that can give a warning was also pointed out and taken over by quality inspection personnel when situation was serious; Integration managing, the payroll administration that is used for the seat personnel, be provided with its this base and divide multinomial integration and the deduction of points projects such as rule and performance Integral Rule, divide dynamic integration and static integration two parts, dynamic integral produces in real time according to business rule, static integration reduces manually participating in by the regularly Calling Stored Procedure realization of database timer.
Seat PC monitoring and control management software comprises: the seat login, and be used for seat and log on, check out Call Center Platform by INTERNET, accept the exhalation task that platform distributes; Seat host binding plug-in unit is used for binding seat main frame when seat logs on, and makes seat can't carry out other operations except the function of using FTP client FTP to provide under logging on state, to guarantee speech quality; One key restore funcitons, be used for the seat computer due to illness poison enter to soak and can't the operating time carry out the system for content reparation.
The Call Center Platform system comprises: CTI (Computer Telephony Integration) call processing subsystem realizes that screen ejects and realizes shifting synchronously, client's information is presented on the screen of seat, on-line recording function in the communication process, and process the information medium that comprises other forms such as note, Email; Interactive voice response subsystem IVR (Interactive Voice Response) is interactive voice answering, the user need only can enter service centre with phone, pass through button or voice selecting according to operation indicating, to the enterprise host input message, all kinds of enterprise databases of access in allowed band, the self-service many services that obtains makes the business agent more Time Service be arranged in the client that special requirement are arranged; Automatic call distributes ACD (Automatic Call Distributor), also claim automatic call distributor, the equilibrium of being responsible for customer phone distributes, system can also generate the formation of effectively attending a banquet by the real-time tracking state of attending a banquet according to this, according to queuing algorithm, to call out and insert the only formation of attending a banquet, system can change call processing method according to actual needs at any time; Voicemail service VM (Voice Mail: voice mail) be used for client's message and broadcast, service propose is complained or other can be left a message when requiring such as the client, in order to allow the operator process, VM can when receiving message, notify the party by modes such as mobile phone, pager, landline telephones; Call out synchronously and shift, when the seat personnel are providing service when running into insurmountable problem for the client, at this moment the seat personnel can select phone is given to skilled attending a banquet and relevant departments, when phone produces, client's basic document and this message registration summary also synchronous rotating move to the listener, remove the unnecessary inquiry time from, not only improved efficient but also saved client's quality time, thereby strengthened client's satisfaction, promoted especially the service image of company.
The present invention improves service quality for strengthening family's position administration, and speech identifying function is provided, and is used for preventing that seat from acting as fraudulent substitute for a person to damage corporate image; Speech processes, be used for filtering aphthenxia, beautify seat sound and improve client's experience and acceptance, seat separates management with customer voice, be used for Real Time Monitoring seat talking state, can prevent effectively that the seat personnel are silent for a long time, or ultra-long time say some and exhalation or incoming call content irrelevant deceive the situation generation that sound zone system integration etc. affect corporate image, system also can remind (sound is too little, and sound is unclear) or proposition caution to be monitored, remind and taken over by management position personnel automatic speech because the situation difference gives Operator Position System.
Description of drawings
Fig. 1 is total system functional structure chart of the present invention;
Fig. 2 is family oriented position administration flow process of the present invention;
Fig. 3 is client's call-in message handling process of the present invention;
Fig. 4 is exhalation handling process in call center's of the present invention;
Fig. 5 is intelligent monitoring handling process in call center's of the present invention.
Embodiment
Describe the specific embodiment of the present invention in detail below with reference to accompanying drawing.
Figure 1 shows that total system functional structure of the present invention, comprise Call Center Platform system 103, be mainly used in obtaining family's agents state and distribute incoming call, exhalation task in the mode of Voice Navigation or bullet screen, realize passive the answering of family oriented seat; Position administration system 104,105,106 is used for finishing family's seat test and training and the seat action of real-time listening family, comprises the duration of call, sound quality, attitude etc.; Seat PC monitoring software 107 is used for control family seat computer, ensures speech quality, and provide a key restore funcitons, fast restore is to the normal office work state, system simplification the seat operation interface, main operation comprise log on, check out, show busy, show spare time, busy, the consulting of indication.
Figure 2 shows that family oriented position administration flow process of the present invention, 201 is the INTERNET client, provides seat to input individual essential information, in order to keeper in 202 seat information is examined.Deposit the standard mandarin recording data in 203, in module 204 systems, seat carries out mandarin study and examination by INTERNET, client is sent to server with the seat pronunciation information, the position administration system can obtain the voice messaging packet, the RP packet comparison of depositing in same 203 returns to seat with comparison result at last, notice seat examination situation.After 204 examinations, system can enter 206 links automatically, and system can train according to arranged order and take an exam automatically automatically.Deposit various materials and examination examination question and the answer of training in 205.207 functional modules can gather the acoustic information of seat automatically, and extract the sound characteristic packet, are saved in the database, and voice recognition is used when logging in order to system.Service system can in time point out the keeper that seat is tentatively assert in 207.
In the implementation process of native system management and method, all seats are all replied the conversation task with passive answering mode, and system provides customer information by the CTI system take bullet screen form as seat.
Figure 3 shows that client's call-in message handling process of the present invention, 301 modes of selecting according to the user are play the relevant information that client's needs are understood, need not seat or administrative staff participate in.302 search customer information according to the incoming call Subscriber Number in 303 customer information tables, as have then that bullet screen form is pushed to corresponding seat, eject client's list when not existing, and personnel fill in by inquiry by seat.304 reply seat for the incoming call client distributes, and can not answer problem that the client proposes such as seat can be by 306 switchings to more senior seat, and subsidiary client's current information.305 accept customer complaint information or message, and the timely prompting of system's meeting keeper listens to and complains and message information after receiving.Inbound Calls is introduced into the incoming call formation after arriving call platform, system is according to the required technical ability situation of Inbound Calls, make an immediate response and return the technical ability group ordering that is fit to answer this Inbound Calls, system preferentially distributes to Inbound Calls the not busy seat of showing of technical ability group that ranks the first, as long-time without best technical ability group seat show the spare time then primary distribution give second, third ... position technical ability group show not busy seat.
Figure 4 shows that exhalation handling process in call center's of the present invention, 401 is the CTI call processing system, automatically from sample database, obtain customer information and automatically breathe out (402), and according to the suitable seat technical ability group priority idle seat of transferring, being appointed as certain specific seat such as this sample answers, system will keep conversation until specify seat to show the spare time, and next bar customer information of automatic acquisition continues to breathe out when shutdown or ring unanswered; Simultaneously, system's Real Time Monitoring logs on agents state.Theoretically, seat is access in a single day, the situation of seat idle waiting can not occur.403 is client's details, and 404 are the outgoing call script, can automatically customer information and outgoing call script be pushed to the seat screen simultaneously at the call forwarding seat.System starts monitoring behind the closing of the circuit, advances service tracks (detailed process as shown in Figure 5), and after outgoing call finished, seat was filled in the outgoing call record, and submitted server end to by client, was saved in database.
Figure 5 shows that monitoring handling process in call center's of the present invention, monitoring module 501 was enabled by system when circuit was connected.
501 is client and seat speech Separation function, and meeting automatic acquisition track data bag carries out data separating, to seat voice content and customer voice content difference monitoring.
502 automatic speech recognitions according to current seat information, are obtained the seat phonetic feature that extracts among Fig. 2 and are carried out the phonetic feature comparison from 503.Comparison is not passed through such as the seat voice, and system records automatically, and 5010 information that give a warning are manually monitored by the management position personnel, judges the seat present case, such as the seat that directly forces to logout after the affirmation situation, and other idle seats of transferring; After comparison is passed through, real monitoring when carrying out, 505 monitor attend a banquet sound size, clear journey seat, as not reaching system requirements, system's automatic speech mode is reminded seat (suggestion voice is invisible to the client), if any seat shown in 506 do not converse for a long time, ultra-long time conversation, tone are too high, seat computer glitch, voice of customers are too high, etc. situation, system gives a warning automatically to the position administration personnel, monitored by the management position personnel, can directly take over, will record to above-mentioned situation, and record is put on record; Such as the equal no problem of above-mentioned real-time quality inspection, system can enable 5011 acoustic processing functions the seat voice are beautified, and improves client's comfort, and is more professional, and then improves the letter of call center is recognized seat.
Integration managing is to link management system directly with the seat wages.In the present invention, the actual conditions that system receives calls by seat (being mainly the duration of call) produce corresponding integration, simultaneity factor also is provided with professional reward points, quality inspection deduction of points, customer evaluation integration, the static integrations such as integration of appraising and choosing excellent, the integration monthly accounting is regularly converted to RMB, and this process mainly adopts the system intelligence score, intelligence deduction of points, clearing manually participate in less, effectively reduce the artificial origin and cause the seat income inequality or cause corporate economy's loss.
Present invention focuses on seat and the management of call center's physical separation.Adopt passive type to answer to all seats, no matter incoming call is breathed out, and personnel are incoming call to seat.Simultaneity factor has also realized the hybrid junction that incoming call is breathed out, and reduces seat free time.Position administration and method are this bright cores, and the call center is dropped into low, separate the effect that management reaches centralized management, comprise speech recognition, the training examination, and Real Time Monitoring, the multiple means such as recording monitoring guarantee service quality.
Claims (13)
1. family oriented position administration and the method for work of a call center is characterized in that comprising:
The Call Center Platform system is mainly used in obtaining family's agents state and distributes incoming call, exhalation task in the mode of Voice Navigation, realizes passive the answering of family oriented seat;
Seat PC monitoring and control management software is used for control family seat computer, ensures speech quality, and a key restore funcitons is provided that quick former seat computer is to the normal office work state;
Position administration system of family is used for finishing family's seat test and training, extracts the seat sound characteristic and is saved to database and the seat action of real-time listening family, when communication data arrives server, server is with seat and voice of customers monitoring of separation, comprise speech recognition, the duration of call, sound quality, attitude etc.
2. the family oriented of described call center is managed and method according to claim 1, it is characterized in that comprising:
System's meeting real-time tracking agents state after agents state real-time tracking, seat log on successfully, and feed back to server;
The family oriented seat is passive answers, manually outgoing call of seat, and system can distribute exhalation, incoming call task automatically according to current state, can effectively prevent the privately owned phone of the manual outgoing call of seat;
Voice reminder, data bullet screen, server is pushed to the seat screen according to customer phone number and outbound call service with customer information and business tine.
3. the family oriented of described call center is managed and method according to claim 1, it is characterized in that comprising:
The control of seat computer, when seat logged on, how FTP client FTP can start, and shielded the every other operation that has nothing to do with incoming call, exhalation, guaranteed to pass through quality;
Client one key reduction, seat main frame start a key restoring function when due to illness poison or wooden horse etc. can't normally log on, and the file that repair system is tampered is also deleted virus or trojan horse program.
According to claim 1 shown in family oriented management and the method for call center, it is characterized in that comprising:
Mandarin training examination (long-range), seat be in can be long-range the mandarin training examination of participation system, examination need not manually participate in, system can according to the management that takes an exam of standard mandarin feature, provide examination result, and feed back to the seat personnel;
The ability training examination of reading skills, fast processing problem, system can generate examination paper, specifies reading time, finishes examination content, preserves examination result and feeds back to the seat personnel;
Phonetic feature gathers, and system acquisition seat phonetic feature also extracts the seat phonetic feature, is saved to database server;
Converse and monitor, time and dialog context in the conversation of system time monitoring seat, as undesirable content appears, system meeting automatic alarm or warning also turn by manual monitoring, answer.
5. according to family oriented management and the method for right 1 described call center, it is characterized in that: the seat voice separate management with customer voice, and system is with seat and customer voice monitoring of separation, and emphasis is monitored between seat is spoken, and the recording backup.
6. according to family oriented management and the method for right 4 described call centers, it is characterized in that: speech recognition, the existing seat sound characteristic of system's extract real-time seat feature and internal system is compared.
7. according to family oriented management and the method for right 4 described call centers, it is characterized in that comprising:
Detect in real time seat sound size, when seat sound is too low, affect outgoing call, incoming call effect for preventing that the client from can't not hear, system's automatic alarm seat sound is too little;
Readability, system are by the speech data analysis, and unclear as finding seat sound, system's automatic alarm seat is to prevent because of seat personnel artificial origin or environmental impact incoming call exhalation effect.
8. according to family oriented management and the method for right 4 described call centers, it is characterized in that comprising:
Regularly the swinging seat seat is silent, can't receive seat VoP and seat presence in system's certain hour, assert that then seat leaves, and system's information that gives a warning is taken over by the management position personnel;
Ultra-long time conversation tone is too high, and system detects one and takes on the telephone conversation when long, and the information that gives a warning is monitored by the management position personnel, takes over, and prevents that the seat personnel from utilizing office resource and client's chat.
Computer breaks down in the seat conversation, and system can't obtain seat speech data and state status for a long time, assert that the seat computer breaks down, and the information that gives a warning is directly taken over by the management position personnel;
Voice of customers is too high, and it is too high that system detects seat sound, can assert that the seat personnel have a poor manner, and the information that gives a warning is monitored, taken over by the management position personnel.
9. according to family oriented position administration and the method for work of right 5 described call centers, it is characterized in that system is monitored customer voice, too high such as customer voice, can assert that then seat call can't satisfy the client, give a warning, monitor, take over by the management position personnel;
10. family oriented position administration and method are characterised in that, the seat voice are repaired, and make its sound sweet, improve the professional service level;
11. the feature of family oriented position administration and method also is, the standard mandarin data acquisition, and seat personnel phonetic feature gathers and extracts;
12. the feature of family oriented position administration and method also is, according to incoming call, the required technical ability group of outbound calling the technical ability group that all are fit to answer is sorted;
13. the feature of family oriented position administration and method is that also incoming call, many technical ability of outbound calling group are distributed to idle seat by priority;
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| CN2011103159054A CN103067621A (en) | 2011-10-18 | 2011-10-18 | Home seat management system of call center and method thereof |
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| CN2011103159054A CN103067621A (en) | 2011-10-18 | 2011-10-18 | Home seat management system of call center and method thereof |
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| CN2011103159054A Pending CN103067621A (en) | 2011-10-18 | 2011-10-18 | Home seat management system of call center and method thereof |
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Cited By (12)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN104168394A (en) * | 2014-06-27 | 2014-11-26 | 国家电网公司 | Sampling quality inspection method and system in calling center |
| CN108076237A (en) * | 2016-11-18 | 2018-05-25 | 腾讯科技（深圳）有限公司 | A kind of phone customer service data processing method and device |
| CN108471478A (en) * | 2018-03-13 | 2018-08-31 | 杭州声讯网络科技有限公司 | A method of improving telephone outbound call efficiency |
| CN108600561A (en) * | 2018-05-10 | 2018-09-28 | 上海二六三通信有限公司 | A kind of communications management system |
| CN109151228A (en) * | 2018-09-11 | 2019-01-04 | 南京辰睿秋实信息技术有限公司 | Cloud computing call center management system and its working method |
| WO2019085399A1 (en) * | 2017-11-02 | 2019-05-09 | 平安科技（深圳）有限公司 | Call control method, terminal and device, and computer-readable storage medium |
| CN110086947A (en) * | 2019-04-17 | 2019-08-02 | 上海催米网络科技有限公司 | Intelligent robot exhales system outward |
| CN110225209A (en) * | 2019-05-24 | 2019-09-10 | 南京常吉信息科技有限公司 | A kind of call center management system |
| WO2019205291A1 (en) * | 2018-04-28 | 2019-10-31 | 平安科技（深圳）有限公司 | Insurance sales real-time monitoring method and apparatus, device, and storage medium |
| CN111770239A (en) * | 2020-06-16 | 2020-10-13 | 普强信息技术（北京）有限公司 | Intelligent adjustment's pronunciation system of calling out |
| CN113673902A (en) * | 2021-08-30 | 2021-11-19 | 宁波小安信息科技有限公司 | Legal assistance management system |
| CN115080713A (en) * | 2022-05-25 | 2022-09-20 | 上海浦东发展银行股份有限公司 | Intelligent voice sparring platform system and method thereof |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN104168394A (en) * | 2014-06-27 | 2014-11-26 | 国家电网公司 | Sampling quality inspection method and system in calling center |
| CN108076237A (en) * | 2016-11-18 | 2018-05-25 | 腾讯科技（深圳）有限公司 | A kind of phone customer service data processing method and device |
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| CN109151228A (en) * | 2018-09-11 | 2019-01-04 | 南京辰睿秋实信息技术有限公司 | Cloud computing call center management system and its working method |
| CN110086947A (en) * | 2019-04-17 | 2019-08-02 | 上海催米网络科技有限公司 | Intelligent robot exhales system outward |
| CN110225209A (en) * | 2019-05-24 | 2019-09-10 | 南京常吉信息科技有限公司 | A kind of call center management system |
| CN111770239A (en) * | 2020-06-16 | 2020-10-13 | 普强信息技术（北京）有限公司 | Intelligent adjustment's pronunciation system of calling out |
| CN113673902A (en) * | 2021-08-30 | 2021-11-19 | 宁波小安信息科技有限公司 | Legal assistance management system |
| CN113673902B (en) * | 2021-08-30 | 2023-12-22 | 宁波小安信息科技有限公司 | Legal assistance management system |
| CN115080713A (en) * | 2022-05-25 | 2022-09-20 | 上海浦东发展银行股份有限公司 | Intelligent voice sparring platform system and method thereof |
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Application publication date: 20130424 |